Not sure whether this is the right board. My mum has bt fibre with three different bt email addresses (some she’s had for years). She finds tech increasingly challenging so I manage her accounts. I have been trying to login to her bt account but it seems impossible. I have gone through the btid page to reset the password which I do and verify via her email. However no matter how I try to do this it only ever resets the password of the email but never the actual bt account password ie it can access the email account but not the bt billing account. I’m aware the btid and emails are now separate but I seem to be stuck in an endless loop of resetting/changing passwords but never being able to get into the account.
The upshot at current is that she is still being charged for add ons she doesn’t use and which I can’t remove for her. I’m pretty tech savvy and unless I’m really missing something I’ve no idea how anyone who struggles with tech can navigate this. I’ve even asked ChatGPT to try and help! Any assistance would be greatly appreciated.
